Tools — reason codes
Every Stripe dispute reason code, what to fight with.
Reference for the most common chargeback reason codes hitting Shopify + Stripe shops. Each one shows the winning evidence pattern, sourced from Stripe docs, Visa Core Rules, and Mastercard's Chargeback Guide.
- Strong
13.1VisaMerchandise / Services Not Received
Customer claims they ordered something but never received it. Most common reason code for DTC Shopify shops.
Winning evidence pattern
- ✓Carrier proof of delivery (FedEx/UPS/USPS) — GPS-stamped
- ✓Address-of-record match between Shopify shipping + carrier delivery
- ✓Customer-IP geolocation matching billing address
- ✓Prior purchase history — repeat-buyer signal
- Moderate
13.3VisaNot as Described / Defective Merchandise
Customer claims the product wasn't what they ordered or arrived defective.
Winning evidence pattern
- ✓Product photos, dimensions, materials match Shopify product page snapshot
- ✓Customer's support thread (Zendesk) showing first complaint timeline
- ✓Return policy clearly accepted at checkout
- ✓Refund-overlap check (was a refund offered and refused?)
- Moderate
10.4VisaOther Fraud — Card-Absent Environment
Cardholder claims they didn't authorize the charge (online fraud).
Winning evidence pattern
- ✓3DS authentication result + AVS/CVC match
- ✓Customer IP geolocation + device fingerprint
- ✓Prior transaction history with same card
- ✓Delivery to billing address (not a drop address)
- Moderate
4837MastercardNo Cardholder Authorization
Mastercard equivalent of Visa 10.4 — unauthorized card-not-present transaction.
Winning evidence pattern
- ✓3DS authentication result
- ✓AVS/CVC match results
- ✓Customer IP + device fingerprint history
- ✓Multi-purchase history with same card
- Strong
4855MastercardGoods or Services Not Provided
Mastercard equivalent of Visa 13.1 — product or service was never delivered.
Winning evidence pattern
- ✓Carrier proof of delivery
- ✓Tracking timeline + GPS-stamped events
- ✓Customer support thread without prior complaint
- ✓Address verification
- Difficult
credit_not_processedStripeCredit Not Processed
Customer claims a refund was promised but never issued. Often filed in parallel with a refund request.
Winning evidence pattern
- ✓Stripe refund record showing refund was issued
- ✓Refund-overlap check (refund timestamp vs dispute timestamp)
- ✓Customer support thread acknowledging the refund
- ✓Bank statement evidence (if customer's bank delayed posting)
Note: “Win likelihood” is a directional rating based on industry benchmark data + our internal observed performance — not a guarantee. Actual outcomes vary by reason code, evidence completeness, issuing bank, and the customer's purchase history. Victava's live published win rate breaks down our actual performance per reason code with 95% confidence intervals.
Stop guessing what evidence wins.
Victava pulls the right evidence for the right reason code automatically. You see the factor breakdown, you approve, we submit.